Altigen MAXCS 7.0 Update 1 ACM Administration Instrukcja Użytkownika Strona 280
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Chapter 22: Workgroup Configuration
264 MaxCS 7.5 Administration Manual
Example 2: Coverage rule is Equal or Higher and Enable SKLR Escalation is checked.
The above configuration means:
1. When a caller with SKLR 9 waiting is in queue for 30 seconds, the caller's SKLR will be changed to 8.
Agents with skill level 8 and 9 are able to handle the call.
2. If the caller stays in queue for more than 60 seconds, the caller's SKLR will be changed to 7. Agents with
skill level 7, 8, and 9 are able to handle the call.
3. If the caller stays in queue for more than 90 seconds, the caller's SKLR will be escalated to 1 because all
other escalation wait times are set to 0 seconds. The call will be distributed to any idle agent in the work-
group.
Setting Workgroup Mail Management
The Mail Management settings define how voice messages are handled for a workgroup, including how
messages are announced and processed, and how much capacity is allotted to message storage.
To work with mail management settings, click the Mail Management tab, and select the workgroup number
you want to work with from the Group List.
- ACM Administration Manual 1
- Contents 3
- CHAPTER 4 4
- CHAPTER 5 4
- CHAPTER 6 5
- CHAPTER 7 5
- CHAPTER 8 5
- CHAPTER 9 5
- CHAPTER 10 6
- CHAPTER 11 6
- CHAPTER 12 6
- CHAPTER 13 7
- CHAPTER 14 7
- CHAPTER 15 7
- CHAPTER 16 8
- CHAPTER 17 8
- CHAPTER 18 9
- CHAPTER 19 9
- CHAPTER 20 9
- CHAPTER 21 10
- CHAPTER 22 10
- CHAPTER 23 11
- CHAPTER 24 11
- CHAPTER 25 11
- CHAPTER 26 12
- CHAPTER 27 12
- CHAPTER 28 13
- CHAPTER 29 13
- CHAPTER 30 13
- APPENDIX A 14
- APPENDIX B 14
- APPENDIX C 14
- APPENDIX D 15
- APPENDIX E 15
- About This Documentation 17
- New Features 19
- Codec Enhancements 20
- Media Enhancements 20
- Enhanced SNMP Trap Monitoring 20
- HMCP Tool Enhancements 20
- Additional Enhancements 20
- Client Enhancements 21
- IP Phone Enhancements 23
- 3rd Party Integration 23
- General Server Features 25
- HMCP Softswitch Features 25
- PBX Enhancements 25
- Communicator 26
- License changes 27
- SNMP Management 27
- System Features 29
- Auto Attendant (AA) Features 34
- Voice Mail Features 35
- Internet Integration Features 36
- Voice over IP Features 37
- Optional Add-On Software 39
- Minimum System Requirements 41
- Virtual Server Requirements: 42
- MaxCS 7.5 Client Applications 42
- MAXCS Licenses 46
- Preparation for Installation 47
- Uninstalling MaxCS 7.5 50
- Logging In and Out 51
- The Main Window 52
- Quick Access Toolbar 53
- The View Windows 54
- Trunk View Window 55
- Call Log View Window 56
- Workgroup View Window 56
- Top part of the window 57
- Middle part of the window 57
- Setting the Refresh Interval 58
- System Configuration 61
- Setting a System Number Plan 63
- • One-digit emergency dialing 65
- Routing Calls on Holidays 69
- Creating a Holiday Profile 70
- Setting Call Routing 70
- Adding Speed Dial Entries 71
- Editing Speed Dial Entries 71
- Creating Account Codes 73
- Setting up Call Reports 74
- Country-Relevant Settings 76
- Setting Toll Call Prefixes 77
- Setting Emergency Numbers 77
- • Music on hold 78
- Activity 80
- Feature Profiles 81
- Adding Feature Profiles 83
- Limitation 83
- Managing Gateways 86
- Setting Parameters 86
- Gateway Configuration Tool 89
- Product Version 90
- Voice Mail Configuration 91
- Creating Distribution Lists 95
- Defining a Distribution List 96
- Auto Attendant Configuration 97
- Adding Auto Attendants 98
- Configuring Auto Attendants 99
- Configuring Menu Items 100
- Auto Attendant Actions 101
- Collecting Digits 102
- Phrase Management 103
- Multilingual Configuration 107
- • Lang_Mexico 108
- • LangCustom_Mexico 108
- . Lang_X stores 108
- Configuring the Extension 110
- Which Language Will Be Used? 113
- Call Recording Configuration 115
- Configuring Call Recording 116
- Figure 46. Map Network Drive 117
- Application Extension Setup 121
- Application Failover Plan 122
- Application Information 123
- Readying the Application 123
- Board Configuration 125
- Configuring the Board 129
- T1 and E1 Configuration 130
- Reading the Status Messages 131
- Reading the Statistics 132
- T1/E1 Clocking 133
- Selecting Span Types 134
- Setting the NSF 139
- Setting a TEI 139
- Setting PRI Calling Numbers 139
- Configuring the SIPSP Board 142
- Fax Routing 144
- Conditions Not Supported 147
- HMCP Codec Preference 148
- -T1 is added to the end 150
- Trunk Configuration 153
- Figure 84. Trunk View window 154
- SIP Tie Trunk Properties 158
- SIP Trunk Properties 158
- Configuring SIP Trunks 159
- SIP Trunk Group Configuration 160
- Figure 90. SIP Options 161
- Creating a SIP Trunk Profile 162
- Triton T1/E1 Trunk Properties 163
- • Loop Start Trunk 166
- • Ground Start Trunk 166
- Caller ID Receiving 167
- The Match Result Button 169
- Incoming Call Routing 172
- Outgoing Call Blocking 173
- In Call Routing Configuration 175
- Defining Caller ID Routing 176
- DNIS Routing 177
- Defining DNIS Routing 178
- FoIP In-Call Routing 179
- Configuring Out Call Routing 181
- About Route Definitions 182
- Creating a Route 183
- Setting Default Routes 184
- About Dialing Patterns 185
- Deleting Dialing Patterns 186
- • prefix = 0, length = 11 189
- • prefix = 00, length = 14 189
- Extension Configuration 191
- Setting up Extensions 192
- Setting Personal Information 193
- Account Code 195
- Call Recording Options 195
- Recording Tone 196
- Physical Location and Type 197
- Setting the Line Properties 197
- IP Extension Configuration 199
- Phone Display Options 199
- Setting Wrap-up Time 201
- Setting Inter Call Delay 201
- Setting Mailbox Options 203
- Disabling a Mailbox 204
- SMTP/POP3 Setting 204
- Press Zero Option 205
- Setting Mailbox Capacities 205
- Mail Forwarding Options 205
- Emergency Notification 207
- Setting Notification Timing 208
- Enabling Message Notification 209
- • No Restrictions on Outcalls 210
- Setting Answering Options 211
- Forwarding All Calls 212
- Do Not Disturb 213
- Handling Busy Calls 213
- Setting Call Waiting Options 213
- Handling Unanswered Calls 213
- Configuring One Number Access 214
- One Number Access Options 215
- Call Screening 215
- Setting Up Monitor Lists 216
- Configuring a Monitor List 217
- Setting Up IP Extensions 219
- Signaling Channels 220
- Media Channels 221
- Setting an IP Extension 223
- For Local IP Phone Deployment 225
- IP Phone Configuration 227
- AltiGen IP Phone Parameters 228
- General IP Phone Parameters 229
- Setting Up DHCP Option 120 233
- On the AltiGen IP Phone 235
- Possible scenarios 235
- Disabling Auto-Discovery 235
- Polycom Configuration 236
- MobileExtSP Board Overview 237
- Mobile Extension Limitations 244
- Hunt Group Configuration 245
- Apply to Button 246
- Setting Up Huntgroups 247
- Setting Call Restrictions 248
- Setting E-mail Options 250
- Setting Call Handling Options 254
- About Fax-over-IP Hunt Groups 257
- Paging Group Configuration 259
- Setting Up a Paging Group 260
- Polycom Paging Groups 261
- Configure Polycom Paging 262
- Line Park Configuration 265
- Configuring Line Park 266
- Deleting a Line Park Group 268
- Workgroup Configuration 269
- Setting Up Workgroups 270
- Service Level Threshold 271
- Workgroup Recording Options 272
- Recording Tone Options 273
- Setting Business Hours 275
- Skill Based Routing 276
- Operational Limitation 278
- Skill Based Routing Examples 279
- Voice Mail Access Option 282
- Announce Agent Info 288
- Queue Management – Basic 289
- Setting Queue Phrase Options 290
- Queue Announcement 290
- Expected Wait Time Sampling 291
- Queue Overflow Forwarding 291
- Quit Queue Option 291
- Queue Management – Advanced 292
- Announcement 293
- Menu Selection 293
- Queue Overflow 294
- Agent Logout Reason Codes 296
- MaxCall Configuration 296
- Adding a Transmitted CID 297
- Editing a Transmitted CID 298
- Deleting a Transmitted CID 298
- Using MeetMe Conference 299
- MeetMe Conference Window 300
- Creating a Meeting 301
- One Time Only Meeting 303
- Weekly Meeting 303
- Monthly Meeting 304
- Modifying the E-mail Template 305
- Joining a MeetMe Conference 306
- About E911 Location IDs 307
- E911 Hierarchy 309
- Virtual LANs 315
- Ethernet II Framing Header 316
- Specifying the Priority Value 317
- WAN Bandwidth 318
- WAN Router Configuration 318
- Firewall Configuration 318
- Network Using NAT 319
- Example Setup: Corporate LAN 320
- Figure 173. MAXCS with VPN 321
- Router 1's Settings 322
- Router 2's Setting 322
- C HAPTER 323
- Opening Enterprise Manager 324
- User name Password 325
- Login Domain Via 325
- Configuration Buttons 326
- Setting VoIP Codec Profiles 327
- Codec Parameter Description 328
- Setting Codec Priority 331
- About the G.722 Codec 332
- Managing IP Networks 334
- Defining Your Network 335
- Define an Address Range 336
- Configuring MAXCS Behind NAT 337
- Defining the IP Dialing Table 338
- Parameter Description 339
- The Multi-site VoIP Domain 340
- Changing the Server ID Length 343
- Parameter Definition 344
- Managing Domain Users 347
- Figure 191. The User sub-tab 348
- Local 1 350
- Local 2 350
- Conflict 3 350
- Conflict 4 350
- E.164 Number Pattern 357
- Calling From 357
- All Servers 357
- Transit Through 357
- System Report Management 359
- Using SNMP 361
- List of Traps Sent 362
- MaxCS Private Cloud Service 365
- Requirements 365
- When You Install MAXCS 366
- Configuring MaxAdministrator 379
- Testing for Synchronization 380
- Troubleshooting Tips 381
- Fax-over-IP Configuration 383
- Overview 384
- • DNIS In Call Routing 386
- • FoIP Extension DID number 386
- Configure Gateway Devices 389
- FoIP Hunt Groups 389
- Tools and Applications 391
- CT-Bus Test Tool 392
- Backup and Restore Utility 392
- Scheduling Backups 393
- Restoring Backed up Files 394
- Checking Extension Security 395
- Trace Collector 397
- Limitations 399
- Voice File Converter 400
- Read Config 401
- Work/Hunt Group Converter 402
- AltiGen Custom Phrase Manager 407
- Creating a New Phrase 408
- Playing a Phrase 409
- Deleting Phrases 409
- HMCP Certification Test Tool 410
- Measure DPC Latency 412
- A PPENDIX 413
- Figure 231. Physical Layer 414
- Figure 232. Data Link Layer 414
- Figure 233. Signaling Layer 415
- Signaling Values, By Country 416
- E1 ISDN PRI Installation 423
- Figure 234. Physical Layer 424
- Figure 235. Data Link layer 424
- Required Service Parameters 427
- Service Order Code 428
- T1 Channel Assignment 428
- CSU/DSU Requirements 428
- PRI Channel Assignment 429
- E1 Channel Assignment 430
- Network Ports 431
- Remote IP Phones Behind NAT 433
- Appendix C: Network Ports 434
- Technical Support Eligibility 435
- Product Repair 436
- Troubleshooting 437
- Numerics 439
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